We performed a comparison between Salesforce Service Cloud and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The product's initial setup phase was straightforward."
"It's a cloud tool, so it is easy to set up."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The interface is quite user-friendly."
"The complexity of the solution is very less."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"The pricing of the solution can be made cheaper."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The documentation could be improved."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"There is room for improvement in pricing."
"The product's high price is an area of concern where improvements are required."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The integrations with other solutions can be improved."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. Salesforce Service Cloud is rated 8.6, while Samanage is rated 7.6. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
